My printer HP Office jet 9020 wont accept a new 964xl cartridge

[HEBERTO6290]

My HP office Jet 9020 wont accept a brand  new 964xl cartridge,  the printer shows a message that the cartridge is defective, that I should replace it with another.  The warranty of the cartridge is until 12/2025.  How can I get a new one

[zoey7886]

@HEBERTO6290, Welcome to the HP Support Community! 

Thanks for reaching out about your query regarding HP Office jet 9020 rejecting a cartridge!  
We're thrilled to have the opportunity to assist you and provide a solution. 

Since your HP OfficeJet Pro 9020 printer is rejecting a brand-new 964XL cartridge as defective, here’s what you can do:

1. Check for Protective Seals: Ensure that you’ve removed all packaging materials, including the plastic tab or protective tape from the cartridge.
    
2. Reinsert the Cartridge: Remove the cartridge and gently reinsert it into the printer to make sure it's seated properly.
    
3. Clean the Contacts:
   • Turn off the printer and unplug it.
   • Remove the cartridge and use a lint-free cloth slightly dampened with distilled water to gently clean the copper contacts on the cartridge and the corresponding contacts in the printer.
   • Let it dry completely before reinserting it.
      
4. Restart the Printer: Power off the printer, unplug it from the power source, wait for a few minutes, and then turn it back on.
    
5. Update Firmware: Check if your printer has a firmware update available through the HP Smart App or HP Support website and update if needed.

If the issue persists, don’t worry—I’ll send you the HP  contact number via private message so you can request a replacement under warranty. Let me know how it goes!

Take care, and have an amazing day! 
 

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Regards,